The agent-to-skill pair capacity is the total number of agent-to-skill combinations.

To calculate this capacity, multiply the number of agents by the number of skills each agent is assigned. These values are determined by switch administration settings.

For example, if you have 20 agents and each agent is assigned 5 skills, multiply 20 by 5 to get a total of 100 agent-to-skill pairs.

Ensure that you count all skills assigned to each agent, not just the ones they actively use.